Xfinity home phone service order

I placed an order for Xfinity home phone service on the Xfinity web site (including replacement of my current Gateway with a more recent model).  When I placed the order, there was a message on the website informing me that I would receive an email later regarding setting up the service.  Two weeks later, I have received no information from Xfinity.  What should I do?  Place the order at a physical location?  And why can't I get a live person on chat?  The Xfinity Assistant is useless.